Cava's Aamco- Citrus Heights

To whom this may concern, My name [redacted], I am the owner of the business responding to [redacted] letter sent to you. [redacted] in fact brought his 2000 Jeep Grand Cherokee to us on the 2nd of July 2014 with the complaint of the transfer case making noise & the 4 wheel drive not working. We...

diagnosed [redacted]'s Jeep with a failure of the transfer case. The failure was due in part because the transfer case was ran very low on fluid. The transfer case was making a metallic noise, we found the transfer case was leaking at the rear output shaft seal, we then removed the drain plug & found about a 1/2 of a cup of fluid came trickling out of the unit, with the fluid that did come out there was obvious signs of medal debris. We informed [redacted] & his wife [redacted] of our findings. We then informed both [redacted] & [redacted] of their options for repair. first we called our supplier and obtained a price of a good used transfer case. The cost for the transfer case was $1040.00, The fluid for the transfer case was $30.00, & the labor to remove & replace the transfer case was 2.5 hours for a total labor charge of $262.50, giving a total before tax of $1332.50 sales tax of $85.60 for a grand total of $1418.10. after explaining the price for a good used transfer case we suggested that they authorize us to remove their transfer case and open it up to inspect for internal damage caused by the low fluid condition. In doing so we stated that if their transfer case could be repaired or rebuilt for the same cost or less than what it would cost to replace with used we felt repairing or rebuilding their transfer case would be a better option as opposed to replacing the transfer case with another used unit. The cost that was explained to both [redacted] & [redacted] to remove, disassemble to inspect & rebuild or repair their transfer case was 6 hours labor for a total of $630.00 plus parts needed. Once inspected we explained to both [redacted] & [redacted] what they could expect based on what the inspection would reveal. The conversation we had prior to starting any work was that if their transfer case is so badly damaged and if we can not repair or rebuild theirs for the same cost or less, then the good used option would be the least expensive option. [redacted] & [redacted] authorized us to perform the inspection for $630.00. After transfer case was torn down we determined the damage was so great considering there was virtually nothing inside the unit that was reusable, there was actual melted metal & aluminum due to low fluid condition. At that point it was clearly more cost effective to replace the transfer case with the good used option we had previously spoke about. Please note that we had spoke with [redacted] on 7/3/14 at about 4:35pm to inform him of our findings& that [redacted] authorized us via the phone to exchange his transfer case. I also want to note that the $630.00 that he had previously authorized for the inspection he did not get charged. We charged him a total labor cost of $262.50 to exchange his transfer case plus the $1040.00 for the transfer case unit, plus the $30.00 for fluid, plus $85.60 in sales tax totaling 1418.10. After installing his transfer case we road tested the vehicle and found the transfer case was working properly. I also want to note we did not take the vehicle on a long road test because this is an all wheel drive vehicle & this vehicle had different sized tire on it. All 4 wheel drive & especially all wheel drive vehicles must have the same sized tires on it or gear box damage will occur. We informed [redacted] of this problem & he told us he would get the tires replaced immediately after he picks it up. A few days after the vehicle was delivered [redacted] brought the vehicle back in & stated he was hearing noise like he had heard before we replaced his transfer case. We inspected his vehicle & we had determined the transfer case was damaged due to the fact in out opinion [redacted] had not yet replaced his tires. We found with all 4 wheels off the ground that only 3 tires would spin under it's own power. We replaced the transfer case at no charge. After replacing the transfer case we again had all 4 tires off of the ground and noticed that only 3 tires would spin under its own power. The left front tire would move freely but not under it's own power. We then removed the front differential cover (pan) & found the spider gears where the front axles spline into were actually missing. This explains the noise [redacted] complained about when driving. We assume that when [redacted] explained that when he bought the Jeep from an auction & that the front drive line was missing that this was the reason the drive line was out of the vehicle. For customer service purposes we offered to [redacted] that if he purchased a good used front differential assembly that we would install it at no labor charge. We offered this to try to help [redacted]. [redacted] agreed to purchase the front differential which he did for $310.00 which was our shop cost (no mark up) & we installed the unit at no labor or fluid cost. After installing the front differential we verified all 4 tires were now spinning under its own power. The other facts are [redacted] never asked to see the internal componets of his transfer case. We had his old transfer case for over a week before we sent it back as a core. I want to make sure you folks understand that this shop never has done any work on a customers vehicle without authorization, all customers including [redacted]'s authorization comes via phone, text, or in person. [redacted]'s claim of our wrong doings are false. I understand his frustration which is why I offered to help him where I could, but I will not accept his claim of doing repairs without his knowledge, and I also will not accept the fact that his transfer case was not internally damaged as he insinuates, I personally saw the inside of his old transfer case & the extreme damage that was caused by running it almost out of fluid. The fluid level was a total of a bout a 1/2 cup, The capacity is about 1 1/2 quarts. I am not sure of what else we could of done to help [redacted].

Company states our first response is the same as now. There is no merit behind the allegations. We did what was necessary and there were multiple problems with car.

I am rejecting this response because:
[redacted] complaint filed against [redacted] AAMCO
We dispute, where possible, nearly every point provided by [redacted] in his response to the claim filed against his AAMCO Citrus Heights franchise by [redacted] regarding his 2000 Jeep Grand Cherokee and in several of Mr. [redacted]'s claims we find evidence that he, in fact, has and continues to act in bad faith and without regard to either Mr. [redacted]'s best interests or California law set forth to protect consumers from fraudulent and irreputable repair shops intent on taking advantage and profitting from consumers lack of knowledge of auto mechanics.
We do not believe it is reasonable for Mr. [redacted] to claim he is ignorant of California civil code, 9884.10 CCR 3355 which requires Mr. [redacted] to have made available to Mr. [redacted] his vehicle's transfer case, which Mr. [redacted] refused on at least three occasions to provide Mr. [redacted] and which remains in Mr. [redacted]'s possession. He fails to address his violation of this important civil code which governs his conduct in this matter and in which he has violated and continues to violate said code by failing to return Mr. [redacted]'s transfer case.
Mr. [redacted] was told, with no corroborating evidence or any proof whatsoever, that [redacted]s AAMCO franchise removed a Transfer case that was "beyond repair." It remains, due to Mr. [redacted]'s refusal to make available the transfer case, impossible for Mr. [redacted] to respond to this claim, except to cite the civil code and assert that Mr. [redacted] is knowingly in violation and the fact that he fails to mention this consumer protection code is evidence that he continues to support his claims in part with a misplaced dependence on his customer's and Mr. [redacted]'s ignorance of California's business codes of conduct, as well.
Mr,. [redacted], however, is aware of this code and has, appropriately, filed an additional complaint with California's Consumer Affairs Division of Auto Repair demanding that [redacted]'s AAMCO operations and license be investigated. Mr. [redacted] is forwarding both of these complaints to AAMCO's Corporate Headquarters today.
While Mr. [redacted] is not knowledgeable about auto mechanics and has been prevented from seeking independent assessment of the transfer case on his vehicle, there are only a few major facts not in dispute that entirely dismiss any claim made by [redacted]'s AAMCO.
1) Mr. [redacted] informed Mr. [redacted] that the transfer case was the cause of the problem experienced by Mr. [redacted] and the $1,400.00 repair was necessary. This was factually incorrect. The repair was made and Mr. [redacted] immediately experienced the same occurence in the vehicle.
2) Mr. [redacted] charged Mr. [redacted] an inflated price, $1,040.00 for a used transfer case. The most expensive Transfer Case on ebay, for example, is a refurbished like new one for $799.00 $240.00 less than what Mr. [redacted] charged for a used one, and nearly $900.00 more than any similar transfer case to the one installed in Mr. [redacted]'s vehicle. The motive for bad faith is evident in these figures. (We cite today's ebay items: http://www.ebay.com/itm/1999-UP-JEEP-GRAND-CHEROKEE-NP247J-TRANSFER-CASE-/111429...⇄ /> 3) Mr. [redacted] remains in violation of Civil Code 9884.10 CCR 3355. He is currently being investigated and the results of that inquiry may impact this complaint in favor of Mr. [redacted].
4) Mr. [redacted] attempted to charge Mr. [redacted] an additional $600 to make the actual necessary repair eventually settling on an additional $300 from Mr. [redacted]. At no time did Mr. [redacted] admit to making a wrong diagnosis or offer to refund any of the $1400.00 for the unnecessary repair.
5) If Mr. [redacted] continues to claim the repair, though not related to Mr. [redacted]'s original repair request, was necessary, let him produce Mr. [redacted]'s original transfer case as required by law. Any claim made by him about the condition of the transfer case, while he witholds it to prevent independent analysis, cannot be verified and therefore is made irrelevant to this complaint.
6) Mr. [redacted] was charged $1400 for a repair that did not resolve correct or relate to the vehicle issue and he is, therefore, entitled to a full refund of that repair as it was an error on the part of the certified mechanics at AAMCO. [redacted]'s AAMCO has failed to protect the best interests of Mr. [redacted] and the inflated costs of the parts are clear evidence that this business seeks to gouge unaware customers who come to the shop because of the trust they have in the AAMCO brand. Mr. [redacted] is abusing that trust for personal financial gain and he should be stripped of his franchise rights by AAMCO Corporate which stands to be diminished in reputation as long as Mr. [redacted] holds a franchise of that brand.
7) Mr. [redacted] seeks only the return of the money spent on the wrong repair. He does not seek a full refund despite the recent problems with the second repair.
8)Mr. [redacted] paid for the knowledge and professionalism of trained experienced automobile mechanics. He did not receive the benefit of experience or knowledge that are customarily and widely believed to be promised in hiring the mechanics of this national and well respected brand name.
9)Mr. [redacted] failed to provide any price options at anytime and charged not only the maximum estimate but due to his wrong diagnosis and wrong repair was able to take an additional $300 dollars while he sought $600 more. He has never acknowledged culpability in any of the numerous and, frankly, malfeasant charges piled on to Mr. [redacted] who entered this agreement in good faith and full trust of Mr. [redacted]. That trust was indisputably misplaced and Mr. [redacted] clearly continues to act in bad faith. He is therefore undeserving of the protections provided in this contract.
10) Mr. [redacted] is not, as claimed by Mr. [redacted], married. He does, however, have a friend named [redacted]. Any claim by Mr. [redacted] that he entered into a contract with both individuals is fraudulent and should not be considered in this case.
Sincerely,

My response is the same as the first response.  I just had a visit from the bureau of automotive repair in regards to this situation.  I will let them judge the situation and then go from there.[redacted]

Mr. Cava has serviced my 2004 Chevy Tahoe for over one year now. I find the technicians at this Aamco are among the very best in the business, and the customer service is exemplary! When repairs are needed, I usually get three estimates. Not to give dealerships a bad wrap, but in the past, one in particular tried to sell me service I didn't need. Before Aamco, that same dealership told me my Tahoe probably wasn't worth fixing, and I should purchase a new vehicle. My Tahoe is running better than ever since being serviced with Cava's (now almost 230,000 miles with original motor and transmission) and passes smog test with flying colors. Mr. Cava also gives senior discounts, and in most cases no charge for diagnostics! I feel blessed to have found Cava's Aamco in Citrus Heights, California, and most definitely highly recommend this particular Aamco!!

Review: I took my 2000 jeep grand cherokee in to Aamco, Citrus Heights, to diagnose and repair the 4 wheel drive, which seemed to me to be not engaging correctly as it had before. The shop owner, [redacted], clamed to have run a diagnostic test on my vehicle and discovered the problem, but at no time dis he show or provide me the diagonstic paperwork. [redacted] told me the test showed the transfercase was low on oil and that was the issue. [redacted] then told me he can maybe rebuild it but wont know till he breaks it open. While he did indicate that a worst case scenario would reach $1400, he said that if they were not able to fix it by breacking it open he or his mechanic would contact me. He failed to do so.When they called me telling me its done and that they actually replaced all of it at the full $1400 thats its done an it all works an ready to be picked up. 1400 dallors later that gave my jeep back an I go to go camping an ti get out in the middle of no where an come to find out my jeep makes the samesounds an front wheels still dont spin so I take it back an they tell me that because my rear ties are worn more then the front that in a 150 miles that I torn up the transfer case an sothey replaced it an then when on the lift an abiut to give it back to me I asked to see the transfercase the frist in they replaced an he percied to get loud an say it was no good an damaged but yet still refused to show me the part that was replaced an then they tell me that this hole time there are parts missing out of the front differentale an now I have to pay an additional $600 after twlling me thw vehicle was fixed. an I just got done spending 1400 an in good faith I trusted them but I believe they dis not act in good faith becauae despite repeated requests they would not provide me ky original parts, a print out of the diagnostic or any evidence that the vehicle was in the condition they claimed or that the parts were replaced. In dact, they replaired the vehicle with used parts that may be my original partsDesired Settlement: I would like a refund on the part and labor originally removed that was found not to be faulty or to ble for the vehicle malfunction

Business

Response:

To whom this may concern, My name [redacted], I am the owner of the business responding to [redacted] letter sent to you. [redacted] in fact brought his 2000 Jeep Grand Cherokee to us on the 2nd of July 2014 with the complaint of the transfer case making noise & the 4 wheel drive not working. We diagnosed [redacted]'s Jeep with a failure of the transfer case. The failure was due in part because the transfer case was ran very low on fluid. The transfer case was making a metallic noise, we found the transfer case was leaking at the rear output shaft seal, we then removed the drain plug & found about a 1/2 of a cup of fluid came trickling out of the unit, with the fluid that did come out there was obvious signs of medal debris. We informed [redacted] & his wife [redacted] of our findings. We then informed both [redacted] & [redacted] of their options for repair. first we called our supplier and obtained a price of a good used transfer case. The cost for the transfer case was $1040.00, The fluid for the transfer case was $30.00, & the labor to remove & replace the transfer case was 2.5 hours for a total labor charge of $262.50, giving a total before tax of $1332.50 sales tax of $85.60 for a grand total of $1418.10. after explaining the price for a good used transfer case we suggested that they authorize us to remove their transfer case and open it up to inspect for internal damage caused by the low fluid condition. In doing so we stated that if their transfer case could be repaired or rebuilt for the same cost or less than what it would cost to replace with used we felt repairing or rebuilding their transfer case would be a better option as opposed to replacing the transfer case with another used unit. The cost that was explained to both [redacted] & [redacted] to remove, disassemble to inspect & rebuild or repair their transfer case was 6 hours labor for a total of $630.00 plus parts needed. Once inspected we explained to both [redacted] & [redacted] what they could expect based on what the inspection would reveal. The conversation we had prior to starting any work was that if their transfer case is so badly damaged and if we can not repair or rebuild theirs for the same cost or less, then the good used option would be the least expensive option. [redacted] & [redacted] authorized us to perform the inspection for $630.00. After transfer case was torn down we determined the damage was so great considering there was virtually nothing inside the unit that was reusable, there was actual melted metal & aluminum due to low fluid condition. At that point it was clearly more cost effective to replace the transfer case with the good used option we had previously spoke about. Please note that we had spoke with [redacted] on 7/3/14 at about 4:35pm to inform him of our findings& that [redacted] authorized us via the phone to exchange his transfer case. I also want to note that the $630.00 that he had previously authorized for the inspection he did not get charged. We charged him a total labor cost of $262.50 to exchange his transfer case plus the $1040.00 for the transfer case unit, plus the $30.00 for fluid, plus $85.60 in sales tax totaling 1418.10. After installing his transfer case we road tested the vehicle and found the transfer case was working properly. I also want to note we did not take the vehicle on a long road test because this is an all wheel drive vehicle & this vehicle had different sized tire on it. All 4 wheel drive & especially all wheel drive vehicles must have the same sized tires on it or gear box damage will occur. We informed [redacted] of this problem & he told us he would get the tires replaced immediately after he picks it up. A few days after the vehicle was delivered [redacted] brought the vehicle back in & stated he was hearing noise like he had heard before we replaced his transfer case. We inspected his vehicle & we had determined the transfer case was damaged due to the fact in out opinion [redacted] had not yet replaced his tires. We found with all 4 wheels off the ground that only 3 tires would spin under it's own power. We replaced the transfer case at no charge. After replacing the transfer case we again had all 4 tires off of the ground and noticed that only 3 tires would spin under its own power. The left front tire would move freely but not under it's own power. We then removed the front differential cover (pan) & found the spider gears where the front axles spline into were actually missing. This explains the noise [redacted] complained about when driving. We assume that when [redacted] explained that when he bought the Jeep from an auction & that the front drive line was missing that this was the reason the drive line was out of the vehicle. For customer service purposes we offered to [redacted] that if he purchased a good used front differential assembly that we would install it at no labor charge. We offered this to try to help [redacted] agreed to purchase the front differential which he did for $310.00 which was our shop cost (no mark up) & we installed the unit at no labor or fluid cost. After installing the front differential we verified all 4 tires were now spinning under its own power. The other facts are [redacted] never asked to see the internal componets of his transfer case. We had his old transfer case for over a week before we sent it back as a core. I want to make sure you folks understand that this shop never has done any work on a customers vehicle without authorization, all customers including [redacted]'s authorization comes via phone, text, or in person. [redacted]'s claim of our wrong doings are false. I understand his frustration which is why I offered to help him where I could, but I will not accept his claim of doing repairs without his knowledge, and I also will not accept the fact that his transfer case was not internally damaged as he insinuates, I personally saw the inside of his old transfer case & the extreme damage that was caused by running it almost out of fluid. The fluid level was a total of a bout a 1/2 cup, The capacity is about 1 1/2 quarts. I am not sure of what else we could of done to help [redacted].

Consumer

Response:

I am rejecting this response because:

[redacted] complaint filed against [redacted] AAMCO

We dispute, where possible, nearly every point provided by [redacted] in his response to the claim filed against his AAMCO Citrus Heights franchise by [redacted] regarding his 2000 Jeep Grand Cherokee and in several of Mr. [redacted]'s claims we find evidence that he, in fact, has and continues to act in bad faith and without regard to either Mr. [redacted]'s best interests or California law set forth to protect consumers from fraudulent and irreputable repair shops intent on taking advantage and profitting from consumers lack of knowledge of auto mechanics.

We do not believe it is reasonable for Mr. [redacted] to claim he is ignorant of California civil code, 9884.10 CCR 3355 which requires Mr. [redacted] to have made available to Mr. [redacted] his vehicle's transfer case, which Mr. [redacted] refused on at least three occasions to provide Mr. [redacted] and which remains in Mr. [redacted]'s possession. He fails to address his violation of this important civil code which governs his conduct in this matter and in which he has violated and continues to violate said code by failing to return Mr. [redacted]'s transfer case.

Mr. [redacted] was told, with no corroborating evidence or any proof whatsoever, that [redacted]s AAMCO franchise removed a Transfer case that was "beyond repair." It remains, due to Mr. [redacted]'s refusal to make available the transfer case, impossible for Mr. [redacted] to respond to this claim, except to cite the civil code and assert that Mr. [redacted] is knowingly in violation and the fact that he fails to mention this consumer protection code is evidence that he continues to support his claims in part with a misplaced dependence on his customer's and Mr. [redacted]'s ignorance of California's business codes of conduct, as well.

Mr,. [redacted], however, is aware of this code and has, appropriately, filed an additional complaint with California's Consumer Affairs Division of Auto Repair demanding that [redacted]'s AAMCO operations and license be investigated. Mr. [redacted] is forwarding both of these complaints to AAMCO's Corporate Headquarters today.

While Mr. [redacted] is not knowledgeable about auto mechanics and has been prevented from seeking independent assessment of the transfer case on his vehicle, there are only a few major facts not in dispute that entirely dismiss any claim made by [redacted]'s AAMCO.

1) Mr. [redacted] informed Mr. [redacted] that the transfer case was the cause of the problem experienced by Mr. [redacted] and the $1,400.00 repair was necessary. This was factually incorrect. The repair was made and Mr. [redacted] immediately experienced the same occurence in the vehicle.

2) Mr. [redacted] charged Mr. [redacted] an inflated price, $1,040.00 for a used transfer case. The most expensive Transfer Case on ebay, for example, is a refurbished like new one for $799.00 $240.00 less than what Mr. [redacted] charged for a used one, and nearly $900.00 more than any similar transfer case to the one installed in Mr. [redacted]'s vehicle. The motive for bad faith is evident in these figures. (We cite today's ebay items: http://www.ebay.com/itm/1999-UP-JEEP-GRAND-CHEROKEE-NP247J-TRANSFER-CASE-/111429...⇄ />
3) Mr. [redacted] remains in violation of Civil Code 9884.10 CCR 3355. He is currently being investigated and the results of that inquiry may impact this complaint in favor of Mr. [redacted].

4) Mr. [redacted] attempted to charge Mr. [redacted] an additional $600 to make the actual necessary repair eventually settling on an additional $300 from Mr. [redacted]. At no time did Mr. [redacted] admit to making a wrong diagnosis or offer to refund any of the $1400.00 for the unnecessary repair.

5) If Mr. [redacted] continues to claim the repair, though not related to Mr. [redacted]'s original repair request, was necessary, let him produce Mr. [redacted]'s original transfer case as required by law. Any claim made by him about the condition of the transfer case, while he witholds it to prevent independent analysis, cannot be verified and therefore is made irrelevant to this complaint.

6) Mr. [redacted] was charged $1400 for a repair that did not resolve correct or relate to the vehicle issue and he is, therefore, entitled to a full refund of that repair as it was an error on the part of the certified mechanics at AAMCO. [redacted]'s AAMCO has failed to protect the best interests of Mr. [redacted] and the inflated costs of the parts are clear evidence that this business seeks to gouge unaware customers who come to the shop because of the trust they have in the AAMCO brand. Mr. [redacted] is abusing that trust for personal financial gain and he should be stripped of his franchise rights by AAMCO Corporate which stands to be diminished in reputation as long as Mr. [redacted] holds a franchise of that brand.

7) Mr. [redacted] seeks only the return of the money spent on the wrong repair. He does not seek a full refund despite the recent problems with the second repair.

8)Mr. [redacted] paid for the knowledge and professionalism of trained experienced automobile mechanics. He did not receive the benefit of experience or knowledge that are customarily and widely believed to be promised in hiring the mechanics of this national and well respected brand name.

9)Mr. [redacted] failed to provide any price options at anytime and charged not only the maximum estimate but due to his wrong diagnosis and wrong repair was able to take an additional $300 dollars while he sought $600 more. He has never acknowledged culpability in any of the numerous and, frankly, malfeasant charges piled on to Mr. [redacted] who entered this agreement in good faith and full trust of Mr. [redacted]. That trust was indisputably misplaced and Mr. [redacted] clearly continues to act in bad faith. He is therefore undeserving of the protections provided in this contract.

10) Mr. [redacted] is not, as claimed by Mr. [redacted], married. He does, however, have a friend named [redacted]. Any claim by Mr. [redacted] that he entered into a contract with both individuals is fraudulent and should not be considered in this case.

Sincerely,

Business

Response:

Company states our first response is the same as now. There is no merit behind the allegations. We did what was necessary and there were multiple problems with car.

Review: Bought a 03/ Mini Cooper Jan 2014.have warranty covers any big repairs,cost me $300 good until 2020. My Complaint is in June 2014 car A/C wasn't cooling very well, [redacted] does free inspections on A/C or brakes I made an appointment. took my car in the shop, they did the check and stated that the A/C compressor kit needed to be replaced. I told [redacted](owner) I had Warranty, he wrote out a claim, warranty agreed to replace it. I took car in to get it installed. [redacted](owner)called my warranty and told them I need a new radiator as well, but this time the warranty told him, they needed to come out to inspect it before repair. [redacted](owner) called me and said that warranty was going to take too long, he was going to replace it for free says he replaced it also but it was not on my repair order. I took vehicle was there for an hour, started it up again and it had a real loud noise coming from engine. so I called [redacted](owner) again. he had it tow back to shop.. he used my warranty for that, he also called them again told them it was belts, sparks plugs and coil but it was covered. he called me back told me I had to come out of pocket $300 something again the after paying $300 for the A/C repair. I couldn't afford it so [redacted] (owner) did a payment plan with me. but after taking it home it was making hot boiling noises and ticking noises took it over to the shop again but he said he could look at it because I still owed him money for that repair in a month or so I went back to the shop paid him most of the repair except for $62.. told him I still had the problem. still would check it. but two days later my car staled in the middle of the road I towed to Neillo mini, they stated it was the engine, misfires, from the spark plugs and coil was installed improperly to [redacted] (owner) I towed vehicle back to his shop, he told me he was going to take care of it but didn't have anyone to repair it had me tow it back to Niello Mini. once they checked it again. [redacted] refused, I towed my car 5 times,Desired Settlement: *need my engine replaced, its going to cost 10,000*my car has been sitting for about 2 months, [redacted] (owner) never called my back after sending car to [redacted]. for my time and hassle getting to and from work. *fraud from saying they did my radiator, they made a fake repair order after asking for one to give to my warranty.. which will not repair because of the repair.*paying to get another check on vehicle at the [redacted] $154 * had car towed 5 times and it back at home

Business

Response:

To Whom this may concern, I am responding to [redacted] regarding her claim. It is true [redacted] brought her vehicle to my repair facility on 6/11/14 for a free a/c inspection. I agree we found her a/c system had a mechanical failure that reguired a system replacement. Her warranty company approved the claim. We completed the repairs on 6/21/14. At that time we found her radiator was leaking at the right side tank seam. I called her warranty company & informed them of our findings. Her warranty company informed us that they wanted to send out an inspector to verify failure of her radiator. At that time considering we were coming into a weekend her warranty company could not come to the shop until monday or tuesday the following week. I purchased her radiator from [redacted] for $75.00 & decided to replace it for free in interest of time. We needed the lift for other work, we had the vehicle disabled up to that point & felt from a business perspective that it was in our best interest to just replace it instead of waiting for her inspector to show up 4 days later. [redacted] is correct in that I did not state on her invoice that we replaced the radiator, That was my mistake. I do however dispute her claim that it was not replaced in her opinion. I have no reason to lie about doing work for free. I also as I stated before have a receipt showing the purchase of her radiator.

[redacted] contacted us on 6/27/14 stating her engine was making a loud noise, [redacted] towed her car in, our findings were that her cylinder 2 spark plug had blown put of the cylinder head. I contacted her warranty company & due to her having a $300.00 deductible the repair of the cylinder head was less that the deductible. [redacted] & I arranged a payment plan so that she could still drive the vehicle, Which is still not paid for in full. We installed a helicoil insert on the #2 cylinder & installed one factory replacement spark plug. Test drove the vehicle & delivered the vehicle to [redacted] on Saturday 6/28/14 with no other problems at that time. At time of delivery the vehicle had 90,099 mile on it.

I get a call from [redacted] in late September, [redacted] states to me that she brought her vehicle to [redacted] & that her engine had died & then engine will run but makes a knocking noise. [redacted] stated to me that [redacted] & Carmax told her that we improperly repaired her cylinder head & that the engine was bad due to our improper repair. I told [redacted] that if that was true then she needed to tow the vehicle to me so that we have the right to confirm such findings. [redacted] towed the vehicle to our shop on 10/16/14. We confirmed the engine will run but in fact has a loud knocking noise. We scanned the vehicle computer & found a code po301: cylinder 1 misfire. We then performed a cylinder compression check & found cylinder 1 has 60 psi, & all other cylinders 2,3, & 4 have 150 psi. We monitored the computer & found only cylinder 1 was misfiring. We then removed the engine valve cover & found the exhaust valve spring for the #1 cylinder was broken, Causing the loud knocking noise. I then called her warranty company & explained our findings. Her warranty company explained to me that the basis of them not covering her engine failure was due to the fact they had found the engine coolant thermostat had cracked causing her engine to overheat which in their opinion caused the engine to have an internal mechanical failure. I spoke to [redacted] & they stated essentially the same to me. When I spoke to her warranty company after performing our diagnostic I suggested to her warranty company that due to a broken exhaust valve spring that I thought that may had been a covered repair. They suggested that the vehicle be towed back to the dealer to confirm findings. [redacted] had vehicle towed back to dealer. [redacted] & I spoke via the phone about 1 week ago in regards to this complaint that she had filed. [redacted] & I could not agree on the final outcome. [redacted] wants this shop to admit responsibility for her engine failure. I will not take responsibility for her engine failure. We repaired her problem with her #2 cylinder which is still working properly. Her failure is with cylinder 1 & due to her warranty company & the dealer also due to the engine overheating because of a cracked thermostat housing.

Consumer

Response:

I am rejecting this response because:

I am going to answer from [redacted] (Owner) Complaint 1) I brought vehicle in 06/11/2014 for inspection for a/c, which was completed on 06/27/2014 not the 21st I was never told the radiator had a leak or anything was wrong with it until [redacted] couldn't get them to approve it. but I happen to call the warranty and the lady I spoke to said it was okay, but when [redacted] spoke to them again, they told him they needed to come out to inspect the problem, [redacted] told me to not worry he would do the repair for free told me the radiator was $200 not $75. "WOW" also states car was disabled but it was the radiator and the inspector was going to inspect it before tear I don't understand that either. 4days wasn't a problem with me at all. 2)Yes, I paid $300 deductible, but my car was towed back to shop the same day after taking it home it was a really loud rattling noise.. "loud!" I turned it off had towed thinking the shop paid for my tow, but warranty actually paid.. [redacted] called them again without my knowledge. after having car in the shop for a couples no one could find what was wrong also had me come into the shop to hear, saying it was a belt or hoses. after returning house got a call from the shop saying it was the spark plugs and heil coil, but it was going to cost another $300 and something but expressing the fee he only charged me a little under $200 with payment arrangements. No, one delivered my car to me it was picked up by me. Took home and the car was still making noises, saw [redacted]'s sister who works in the shop also at my job. She asked me was the working okay I told her no, she told me to bring it back but after speaking to [redacted] told me he wasn't going to look at it until I paid him in full. once again saw sister at my job, she asked again I said your brother will not look at it until I paid him. I had two friends plus family, stating how loud the noise was; a little embarrassing. I went back to pay him some money, told again about my car still no change in his decision. I had no money to take it else where, with owing daughter for the money borrow for the warranty work $300, car payment $340. plug insurance fees, and owing [redacted] $62 left on the bill is what I owe him. 3) Stated on one of my repair order from [redacted] states: misfire cyl 1 and misfire did migrate after plug, wire, coil and injector were swapped to other cylinders. found cyl 2 spark plug gasket blown out and half of the treads miss, cause improper combustion. cyl 2 is burned through although plug. #2spark plug hole has been repaired incorrectly.4) by having my car tow to [redacted] I knew I was going to find out was what really wrong with problem, after seeing [redacted] two days prior my car been I had tow to the [redacted] after car staling in the middle of the street. I paid $154 for them to do a full check on car, but found the car had a misfire and cause the engine to blow. 5) Had car towed to [redacted] on 10/27 after the car being towed home. [redacted] wanted to look to see if the problem was theirs, sent and he told me he'll take care of me but had to send it back to [redacted] because he was someone who knows what to do but after sending it there again I had another technician look at it. [redacted] said he will not help me because it was the engine that needed be replaced. Told [redacted] at [redacted] and he waived the fee because we thought [redacted] was going to take care of it. feeling bad from me sending it there and back home. the 5th tow in two days. 6) Yes, [redacted] called me, not after I had the car towed back from [redacted] but when Revdex.com emailed him. 8)My complaint regarding the call back from [redacted] was crazy, he was yelling at me he states he has been thru this and is not going thru again, after being on the phone for a total of 45mins standing on hold calling me back, he was very upset while being behind the counter helping other customers, while me crying, [redacted] yells saying you want to sue me, sue me go ahead sue me, you don't want to sue me and hung up. 7) my car is still broken I wouldn't evr point fingers on him. [redacted] and my warranty did which I have one of the best warranties there is. there are fact that lead up to the repair, problem with my car and he wont even bother. I had 2 technians, 1 inspector, employee in service from CarMax, stating the same thing I really don't know what to do. what I do know [redacted] technians do make mistakes, after one repair there was a large pocket knife left inside my car found by daughter. I have also worked at a dealership for 12 1/2 years I do know they left things out and forget. [redacted]s shop made a mistake and should own it..

Business

Response:

My response is the same as the first response. I just had a visit from the bureau of automotive repair in regards to this situation. I will let them judge the situation and then go from there.[redacted]

I brought my 2005 Sonata to Mike for a second opinion after taking it to a mechanic near my office. The original shop quoted me over $900 in repairs including a power steering pump that had no problems and was fully functioning. Mike was honest about what needed to be repaired and it cost about $400 less! He also let me know about a repair that would need to be done soon but didn't pressure me to do it right away. This guy is SO HONEST! I take all my car troubles straight to him!